Call Center Manager - Remote Work

Job Description:

Imperial Logistics is seeking a remote Call Center Manager to join our dynamic team in Pretoria, Gauteng, ZA. As a part-time role with a mid-to-senior level of seniority, the Call Center Manager will be responsible for overseeing and managing all aspects of our call center operations to ensure the highest levels of customer satisfaction and efficiency.

Responsibilities: 1. Manage a team of remote call center agents to achieve performance targets and deliver exceptional customer service. 2. Develop and implement strategies to improve call center operations and drive performance improvements. 3. Monitor and analyze call center metrics to identify trends and make data-driven decisions. 4. Conduct regular performance evaluations and provide coaching and feedback to team members. 5. Collaborate with other departments to address customer inquiries and resolve issues in a timely manner. 6. Implement training programs to develop the skills and knowledge of call center agents. 7. Ensure compliance with company policies and procedures, as well as regulatory requirements. 8. Handle escalated customer complaints and resolve them effectively. 9. Prepare and present reports on call center performance to management.

Requirements: 1. Minimum of 8 years of experience in a call center environment, with at least 3 years in a managerial role. 2. Energetic and independent personality traits with a strong work ethic. 3. Excellent communication and interpersonal skills. 4. Strong cooperation and planning skills. 5. Ability to prioritize tasks and manage time effectively. 6. Proficiency in using call center software and CRM systems. 7. Knowledge of call center best practices and industry standards. 8. Bachelor's degree in business administration or a related field preferred.

Benefits: 1. Retirement plan 2. Training & professional development opportunities 3. Company transportation

Equal Opportunity Statement: Imperial Logistics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, or any other protected status. We are committed to creating a diverse and inclusive work environment where all employees are respected and valued.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.